Job Description
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.The Client Mgt Lead Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.
Responsibilities:
Responsible for a portfolio of highest intensity platinum clients acting as their advocate and owning the client experience relationship end to end across geography and product.
Simplifies the client experience and eliminates delays by taking ownership of cross-regional and cross-functional issues, navigating the global organization, and mobilizing the appropriate resources to ensure a timely and satisfactory resolution.
Strengthens the client relationship and ensures the delivery of market-differentiating service by acting as the client’s advocate, anticipating client needs, and developing client confidence in Citi’s products and processes.
Delivers proactive service management through relationship, scorecard, and billing analysis, combined with a detailed understanding of the client’s business and unique requirements.
Takes global ownership of client servicing issues and facilitates resolution through engaging Citi business partners.
Leads the client experience by identifying issues and opportunities that further differentiate Citi as an industry-leading service provider.
Provides support and guidance to service partners to ensure a seamless client experience across regions.
Delivers client metrics and participates in communication sessions with all constituents (i.e. Regional single points of contact & Service Delivery partners).
Establishes, provides input, and tracks operational metrics and service level requirements to achieve business goals.
Acts as client advisor in the client’s interest while driving cross-regional & cross-functional process improvement opportunities.
Manages the internal Client at Risk process & supports escalation resolution as necessary to facilitate timely resolution.
Develops end-to-end capability, infrastructure & process improvement plan to support improved quality service.
Partners with Sector, Vertical & other business partners to ensure alignment of service experience with business strategies.
Serves as a mentor for junior teammates, may serve as “deputy” to Group Manager
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
6-10 years previous experince in managing client relationships required
Breadth of knowledge of the business and organization Well-developed working knowledge of the business and the upstream and downstream influences Demonstrated ability to provide outstanding client service at a senior level Exceptional written and oral communication skills Ability to develop client solutions Ability to identify and implement effective process improvements Intermediate to Advanced level MS Office Skills Exceptionally strong interpersonal & relationship-building skills Risk & Controls experience
Education:
Bachelors/Univeristy degree, Master’s degree preferred
